Client Success Manager

Who you are

• Relationship and account management experience. You have 2–4+ years of professional experience in customer success, account management, or another client-facing role where you owned ongoing customer relationships
• Experience managing complexity at scale. You have successfully managed a sizable book of business or a high volume of customers, projects, or competing priorities simultaneously
• Strong commercial skills. You can connect customer needs to business outcomes, recognize opportunities to create additional value, and influence customers toward action
• Strong analytical and communication skills. You are comfortable interpreting data, developing a clear point of view, and communicating recommendations confidently to customers
• Excellent judgment and prioritization. You can distinguish between what is urgent and what is important and consistently focus your effort on the work with the greatest potential impact
• High ownership. You take responsibility for moving work forward, navigating ambiguity, and coordinating across teams rather than waiting for someone else to solve the problem
• A creative eye for how to do things better. You identify opportunities to improve both the customer experience and the way we operate internally
• An appetite for continuous learning. You actively seek feedback and coaching and are motivated by opportunities to continue developing your craft
• Adaptability. Our customers are evolving and so are we. You are comfortable navigating change, learning new ways of working, and helping customers do the same
• Commercially minded. You understand your customers’ businesses, identify opportunities to create greater value, and are comfortable influencing customers toward actions that drive stronger outcomes
• Excellent at prioritization. You can manage a high volume of competing priorities and make thoughtful decisions about where your time and attention will have the greatest business impact
• Comfortable operating at scale. You know how to deliver a strong customer experience across a large and varied portfolio without treating every account or request the same
• Intellectually curious. You dig into data, ask thoughtful questions, and look for patterns that can help your customers and Zocdoc operate more effectively
• A courageous communicator. You are comfortable having direct conversations, challenging assumptions, and using data to build conviction and influence decision-making
• Hungry for collaboration. You understand that customer success is a team sport and take ownership of bringing together the right people — both from our clients and from Zocdoc — to drive results

What the job involves

• Enterprise Customer Success Managers empower providers to maximize the value of Zocdoc and play a critical role in advancing some of our most important customer relationships
• In this role, you will own the day-to-day success of a portfolio of complex healthcare organizations, serving as a trusted advisor while balancing strategic partnership, commercial outcomes, and operational execution
• You are a value-added consultant, tasked with delivering well-timed, data-driven insights leading to successful outcomes for your customers
• Our ECSMs don’t shy away from challenging conversations — they champion new ideas, inspire innovation, and appropriately challenge the status quo, all in the name of driving Zocdoc’s most important partnerships forward into the future
• Owning the day-to-day relationship and success of a portfolio of healthcare customers, balancing proactive engagement with a high volume of evolving account needs
• Using performance data and customer insights to identify opportunities, develop recommendations, and influence customers toward actions that improve adoption, utilization, and return on investment
• Managing the commercial health of your accounts by understanding each customer’s business, identifying opportunities to deepen the partnership, and driving toward shared goals
• Leading customer conversations around new products, capabilities, and strategic initiatives, translating Zocdoc’s evolving vision into a compelling story for your customers
• Partnering across sales, support, technical services, product, and other teams to solve complex customer challenges and ensure the right resources are focused on the highest-impact opportunities
• Looking across your portfolio to identify trends, prioritize business impact, and develop scalable approaches that improve outcomes for both customers and Zocdoc

Benefits

• 100% paid employee health benefit options
• Vacation and parental leave packages
• Lunch and snacks on us (in-office)
• Cell phone reimbursement
• Corporate wellness programs with Headspace and Peloton
• Employer funded 401(k) match